Customer Care Program Manager Jobs

Program Manager (Voice of Customer)

Day to Day Responsibilities of this Position and Description of Project:

- Create weekly Spotlight Dashboard usage reports, offering insights and suggested report configuration updates.

● Great verbal and written communication

● Qualtrics familiarity a plus

- Partner with Tools Access / eWatch to improve triage and referral processes.

Three to five years of experience in business development/sales, automotive program management, account management or customer success

Interface with assigned customers to distill requirements, requests, and issues into actionable tasks for the greater cross functional teams

Communicate effectively with both internal and external senior managers to better understand customer needs and share learnings

Working knowledge of automotive and/or industrial product development cycles, supply chain interdependencies and commercial terms impacting revenue recognition

Experience successfully managing rigorous customers in automotive and industrial markets in competitive, dynamic, and fast growing automation.

Exceptional benefits: Medical, Dental, Vision, and more

Proficient in data entry and typing skills

Good verbal and written communication skills, in addition to good listening skills

Knowledge of customer service principles and practices with an understanding of call center telephony and technology

Pays attention to detail and displays good organizational skills

High school diploma or equivalent required. Experience in a call center or customer service environment preferred.

Mobile Banking and Mobile Deposit

5+ years contact center management experience required.

Provide ongoing coaching to the New Homes team to foster account management excellence and account growth strategies.

Real Estate Knowledge: Practical experience and understanding of the real estate market and new construction processes.

Technical Proficiency: Ability to leverage customer service management systems and related technologies.

Communication Skills: Exceptional verbal and written communication abilities for effective interaction with customers, team members, and key stakeholders.

Deliver targeted coaching and development strategies to enhance the performance and skill set of the New Homes and Moving teams.

Technical Support experience with Relational Database Management System (Oracle or Microsoft SQL Server preferred)

Work with management on customer care initiatives

Additional duties as requested by management

Proficient and experience communicating with customers verbally and in writing

Handle customer inquiries and be knowledgeable in AssetWorks products

Manage content updates to customer care web portal and mass email communication

3 years Program Manager experience in Video Content Delivery & Storage industry required.

PMP Certification required, CSM preferred.

Interfaces to CCUR leadership to influence future Services product direction based on customer feedback.

Strives to improve overall efficiency of operations and processes.

Prepares, clear, sound, accurate, and informative written project plans/reports/presentations, containing findings, conclusions, and recommendations.

Change management experience is preferred.

Experience empowering each hospital role to the full extent of their skillsets is required.

Other job duties as assigned.

Three years of experience practicing as a Doctor of Veterinary Medicine or leading veterinary teams are required.

Veterinary hospital leadership experience is required.

Continuing Education allowance & MED hours for eligible positions

2-3 years of program/project management experience within a customer service environment

Certification in Change Management (Prosci or other methodology)

Experience using problem solving and analytical skills to solve business problems and drive process improvements

Plan, track, manage and report on all ongoing programs/projects for Customer Service:

Knowledge of customer service practices and principles

Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Previous experience in the beauty industry and knowledge of our product offering strongly preferred

Participates in meetings and trainings with the Global Management team

Ensures all operational activities such as order processing, customer returns and backorders are managed and completed daily by the team

Leads by example in all areas including customer contacts, product knowledge and workload

Minimum 4 years experience in a call center environment

Minimum 2 years experience managing a team

Design and support processes that model The Coach Experience sales and service protocols, increase efficiency and support accelerated growth.

Provide strategic leadership to Team Leads, broadening and elevating their abilities.

Champion employee engagement strategies and work with Senior Manager to identify opportunities.

Bachelor’s degree in a related field or equivalent experience.

3+ years’ leadership experience in an inbound, multi-channel customer contact center, preferably within a luxury retail brand.

Strong working knowledge of contact center operations, technologies, systems and processes.

Partner with leadership to establish a world class customer experience through management tools and operational guardrails

Project Management experience in a related industry

Strong oral and written communication skills are crucial, ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize

Write user requirements and work with software development teams to build tools and automate processes

Excellent teamwork, communication, and interpersonal skills

Own the vision and roadmap (both operational and technical) for Customer Support Processes and Procedures

Minimum 3 years Management Experience

Exemplary multi-tasking skills and time management skills

Excellent people management skills, including the ability to influence a wide range of audiences

Minimum 5 years Customer Service Experience

Experience with Customer Service CRMs (Salesforce, Zendesk or similar)

BA/BS or equivalent work experience

Outstanding listening skills are an absolute must. Experience working with CRMs platforms a plus

Experience directly managing and scaling a successful Customer Care or Customer Support team.

Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects).

BA/BS degree or equivalent work experience.

Remote position but will be required to travel based on request with notice.

Hire and develop team to meet company growth targets while providing opportunities for team member’s professional growth and development.

Manage customer sampling requirements in development, as well as critical issues and escalations

10+ years of professional experience in semiconductor industry server architecture and design

Strong written/oral communication, analytical, consulting, and organizational skills, with a proven ability to follow through on multiple tasks and priorities

Superior interpersonal skills, including professionalism, cooperation, listening and consensus building

Bachelor’s degree or equivalent practical experience in Engineering (Computer or Electrical) or another relevant field required

Master’s degree, Ph.D., or equivalent experience preferred

Order Management—constant communication with warehouse team ensuring that orders being shipped out quickly and correctly

Monitor quality of service and provide weekly, monthly, and quarterly service level insights and reports to upper level management

Strong communication with different stakeholders (stores, management, vendors…)

Strong interpersonal skills and an ability to build rapport with customers

Strong analytical and organizational skills

4+ years’ experience in customer service, e-commerce operations

Excellent knowledge of management methods and techniques

Proven experience as a Customer Service Manager, Retail Manager or Assistant Manager

Improve customer service experience, creating loyal and engaged customers

Adhere to and manage the approved budget

Demonstrated track record of managing, developing and motivating teams, including experience directly supervising staff

Experience in providing customer service support

8+ years’ experience in program/project management, or consulting, preferably in customer experience management, customer support strategy and/or omni-channel strategy projects.

Manage multiple internal and external, cross functional and remote stakeholders.

Define business and systems requirements working with internal and external customers.

Clearly communicate goals, roles, responsibilities, and desired outcomes.

Manage risks of projects/programs, identify mitigation options and develop operational plans working with stakeholders.

Advanced knowledge of customer support digital technologies, protocols, and development tools/platforms for producing customer-facing support